Product Service Engineer

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Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About LPSD

The Large Power Systems Division (LPSD) is part of Caterpillar’s Power & Energy segment. Through this global organization, Caterpillar designs and manufacture large (greater than 18 liters) diesel and natural gas engines, powertrains and key engine systems. LPSD products and solutions support customers across power generation, industrial, marine, oil & gas, rail, services and Cat® machine applications worldwide.

Job Summary

The Large Power Systems Division has an opening for an NPI Product Service Engineer / NPI Coordinator located in Lafayette, IN. The NPI Coordinator is responsible for driving and ensuring the successful completion of all Product Support deliverables for NPI programs and reporting out at the appropriate NPI Gateway Reviews. In addition, Product Support is uniquely positioned to represent the voice of the dealer and customer, serving as a critical feedback channel between the field and the broader NPI team. This feedback helps ensure that quality processes are effectively implemented and that a high-quality product is delivered to customers. Furthermore, NPI Coordinators work closely with Field Follow Engineers to assess both challenges and successes throughout NPI trials, providing valuable insights and recommendations to the NPI team for continuous improvement and informed decision-making. This position will close on 10/27/2026 at 11:59pm ET.

What you will do:

• Create or update Caterpillar Publication as needed for the new product
• Conduct a parts blitz and ensure new serviceable parts are stocked before production release
• Conduct Serviceability Audits
• Evaluate the need for Dealer Tooling
• Update Dealer Training as needed
• Tracking and managing the status of projects from inception to release including the confirmation of reliability of field follow units

Education:

Four-year degree in engineering or engineering technology preferred

What you will have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:

• Facilitates creation of the 'right' products and services to resolve customer business issues
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement
• Advises others on creating customer focused environments in various scenarios
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives
• Communicates and models the criticality of customer focus as an organizational strategy

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Working Knowledge:

• Follows proper data gathering and analysis processes and policies
• Reports problems that arise in the data collection process
• Participates in gathering and analyzing an organization's data based on requirements
• Documents data from various sources and in various formats
• Utilizes basic data collection and evaluation tools and techniques

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:

• Anticipates customers' needs and satisfies them proactively
• Resolves complex customer complaints or problems
• Teaches others how to deliver excellent customer service in a variety of settings
• Applies the concept of 'Moments of Truth' to customer service
• Participates in developing a variety of effective ways to deal with difficult customers
• Recovers from a service failure in a way that enhances customer's esteem of the organization

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Level Working Knowledge:

• Explains the requirements, deliverables, costs, and criticalities of the assignment
• Participates in developing consulting opportunities or assignments
• Uses formal and informal means to keep clients informed on progress and issues
• Carries out the agreed-upon consulting assignment in a professional manner
• Documents client's objectives and project scope

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching
• Adapts documents and presentations for the intended audience
• Demonstrates both empathy and assertiveness when communicating a need or defending a position
• Communicates well downward, upward, and outward
• Employs appropriate methods of persuasion when soliciting agreement
• Maintains focus on the topic at hand

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives
• Examines a specific problem and understands the perspective of each involved stakeholder
• Develops alternative techniques for assessing accuracy and relevance of information
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution
• Uses fact-finding techniques and diagnostic tools to identify problems

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:

• Provides prompt and effective responses to client requests and interactions
• Monitors client satisfaction levels on a regular basis
• Alerts own team to problems in client satisfaction
• Differentiates the roles and responsibilities in a business relationship
• Works with clients to address critical issues and resolve major problems

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:

• Advises others on the assessment and provision of all technical solutions
• Engages appropriate subject matter resources to effectively resolve technical issue
• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues
• Assumes accountability for personal technical performance and holds others responsible for theirs

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately
analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:

• Applies an assigned technique for critical thinking in a decision-making process
• Identifies, obtains, and organizes relevant data and ideas
• Participates in documenting data, ideas, players, stakeholders, and processes
• Recognizes, clarifies, and prioritizes concerns
• Assists in assessing risks, benefits and consideration of alternatives

Top candidates will also have:

• Technical field experience or lab validation testing experience
• Gas engine experience
• Experience with applied failure analysis

• Capability to consider product & process risk to protect the customer and Caterpillar

• undefined

Additional Information:

• This position is located in Lafayette, IN
• This position may require up to 10% travel
• Informational calls with the hiring manager are encouraged for this position

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act." #LI

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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